What makes us Qlik?
A Gartner® Magic Quadrant™ Leader for 16 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster.
We excel in integration and governance solutions that work with diverse data sources, and our real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities.
The Senior Director, Customer Success Operations Role
This role owns the end-to-end operating framework for Qlik's Customer Success Operations organization — turning strategic outcomes into documented processes, live KPI dashboards, and consistent enablement programs across Customer Success, Renewals, Support, Education, and Services.
Reporting directly to the VP of CSO Operations, this is a high-visibility leadership role that carries direct management responsibility for the teams driving Process Design, Measurement & KPIs, and Performance Management & Enablement, while partnering closely with the VP, who owns the Define Outcomes pillar.
This role is accountable for maturing CSO Operations from siloed, reactive execution into an integrated, proactive, and measurable operating model.
What makes this role interesting?
You will lead the operational backbone that connects strategy to execution across every post-sale function at Qlik — process, measurement, program management, and enablement — for a customer base of more than 40,000 accounts.
The role offers rare end-to-end ownership: you will design how work gets done, define how success is measured, and build the enablement infrastructure that makes both stick, all while directly managing the leaders responsible for each discipline.
You will play a central role in Qlik's CSO Operations maturity journey, closing gaps across process, measurement, and enablement, and building the connective tissue between Customer Success, Support, Renewals, Education, Services, and cross-functional partners in Finance, RevOps, and IT.
Here’s how you’ll be making an impact:
You will own and operationalize three of the four pillars of the CSO Operations Framework — Design Processes, Measurement & KPIs, and Performance Management & Enablement — translating outcomes defined by the VP of CSO Operations into executable, measurable programs across Customer Success, Renewals, Support, Education, and Services.
You will directly manage and develop the leaders and teams responsible for process design, KPI and dashboard reporting, and program governance/enablement, building one connected operating model in place of team-by-team solutions.
You will drive Qlik's CSO Operations maturity journey — moving functions from reactive and siloed execution toward integrated, proactive operations — using a structured maturity framework to close process, measurement, and enablement gaps across every team in scope.
You will govern process architecture across post-sale functions: current-state process maps, role and handoff accountability, dependency identification, and prioritization of automation and capability opportunities.
You will own the measurement infrastructure for CSO Operations — leading and lagging KPIs, dashboard and reporting design, and threshold/target setting — ensuring every team has a live, reliable view of performance reviewed on a monthly cadence.
You will build and govern the performance management and enablement model for CSO Operations — recurring performance reviews, process and tool training, and adoption coaching — applied consistently and tracked centrally rather than team by team.
You will run the operating cadence for CSO Operations, including QBRs and executive program reviews, and represent the process, measurement, and enablement pillars in cross-functional and leadership forums.
You will serve as the end-to-end process owner for Qlik’s customer risk system — governing how risk is defined, surfaced, and acted on from upstream adoption signals all the way through renewal. This includes owning the risk scoring methodology and thresholds, the workflows that route risk into action across Customer Success, Renewals, Support, and Services, and the feedback loop that ties resolved risk back into measurement and enablement. This work is central to Qlik’s “Customer for Life 2.0” vision — extending proactive risk coverage across the full customer journey, rather than concentrating it at the point of renewal, so that risk is caught and addressed while it is still cheap to fix.
You will partner closely with the VP of CSO Operations and cross-functional stakeholders in Finance, Revenue Operations, IT/Data & Analytics, and People teams to keep process, measurement, and enablement aligned to business and strategic objectives.
Outcomes will include measurable improvements in process maturity, KPI coverage and reliability, and enablement adoption across every CSO Operations function, as well as a single, end-to-end risk system that gives Qlik one consistent view of account health from upstream adoption through renewal — establishing this organization, and its “Customer for Life 2.0” operating model, as a scalable, connected competitive differentiator for Qlik.
We’re looking for a teammate with:
- 12 to 15+ years of progressive experience in Customer Success Operations, Revenue Operations, or a related GTM/BizOps function within a B2B SaaS or enterprise software environment, including direct people-management experience leading operations, program management, or analytics teams.
- A demonstrated track record of building and scaling operating frameworks — process design, KPI/measurement programs, and enablement models — across multiple post-sale functions such as Customer Success, Support, Renewals, Services, or Education.
- Experience leading and developing managers and individual contributors, with the ability to run a multi-disciplinary team through organizational change and ambiguity.
- Deep expertise in process design and workflow architecture, including role/handoff accountability, dependency mapping, and automation opportunity identification; familiarity with business process maturity models is a plus.
- Experience owning a customer risk or health-scoring system end to end — defining risk signals, setting thresholds, and governing how risk is surfaced and actioned across onboarding, adoption, and renewal — is strongly preferred.
- Strong analytical and data fluency, including the ability to design KPI frameworks, build and govern dashboards, and leverage platforms such as Salesforce, Gainsight, Tableau, Power BI, or comparable tools.
- Proven program and change management skills — operating cadences, QBR facilitation, and enablement/adoption coaching design — paired with the executive presence to represent CSO Operations credibly at the leadership level.
- A collaborative, low-ego leadership style with the operational discipline and strategic judgment to partner effectively with Finance, Revenue Operations, IT, and People teams.
The location for this role is:
Remote – anywhere in the USA, preferably on the East Coast
#LI-Remote
Apply now and help change how the world transforms complex data landscapes into actionable insights and turns complex data challenges into new opportunities!
More about Qlik and who we are:
What else do we offer?
Giving back is a huge part of our culture. Alongside an extra “change the world” day plus another for personal development, we also highly encourage participation in our Corporate Responsibility Employee Programs.
Salary and Benefits: The anticipated base salary range for this role is $160,000 USD MIN – $180,000 MAX per year. Final compensation offered by Qlik will be based on factors such as the candidate’s location, job-related skills, education, experience, and other business and organisational needs.
This position is eligible for comprehensive benefits, including - but not limited to - medical, dental, and vision coverage life and AD&D, short and long-term disability coverage, paid time off, paid parental / maternity leave, participation in a 401(k) program that includes company match, and many other additional voluntary benefits.
Application Window: The application window is 60 days, but applicants are encouraged to apply as soon as possible. The posting will be removed before the application window closes if the position is filled.
For positions in Massachusetts: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.
Qlik is an Equal Opportunity/Affirmative Action Employer. We are committed to fostering a workplace that is diverse, equitable and inclusive.
Qualified applicants will receive consideration for employment without regard to actual or perceived: race, color, religion, sex, sexual orientation, gender identity, pregnancy and related medical conditions, genetic information, national origin, age, marital status, protected veteran status, disability status or any other characteristic protected by applicable law. For United States applicants and employees, go to the US Department of Labor’s website to review the Equal Employment Opportunity Posters, including the “Know Your Rights” and “Pay Transparency Nondiscrimination” posters.
If you need assistance applying for a role due to a disability, please submit your request via email to accessibilityta@qlik.com.
Any information you provide will be treated according to Qlik’s Recruitment Privacy Notice. Qlik may only respond to emails related to accommodation requests.
Qlik's recruitment team uses AI-enabled tools to help assess and evaluate candidates' qualifications. Any hiring decision will involve a human review, and you will not be subject to decisions based solely on automated means.
Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means.
